To be clear, this is not a slam on Keystone’s social, they did great given the constraints of the medium and complexity of the product they were trying to describe. Nor is this pushing a case for upping social monitoring.

Instead, it’s a case for avoiding this situation in the first place.

Because maybe if that person could have seen the benefits of buying 3 days instead of 2 instantly on their own, maybe if there was no confusion about prices or features or upsells or benefits, maybe if they could have just finished their order with confidence?

Well, maybe they would have.

Get the weekly digest.

New stories, ideas, and jobs delivered to your inbox every Friday morning.